A workstation or desk manual serves as a guide for a new
employee or temporary worker substituting for an absent employee. The
following items are recommended when compiling a workstation manual:
Overview of position
Organization
chart
Products/subsidiaries
Location
of personnel/telephone numbers:
- Immediate supervisor’s duties
- Supervisor’s superior
- VIP’s within the department or
organization
- Key personnel responsible for
specific areas
- Office personnel to contact for
assistance
- Frequently called numbers
- Distribution lists including
names of people who receive copies of the typical documents produced in your
office.
Tasks
to be completed daily with recommended timelines.
Tasks
completed periodically; for example, the monthly replenishment of petty
cash.
Current
committees/projects in progress
Chairpersons
Meeting
dates
Responsibilities/special
procedures
Timelines
Telephone etiquette
Standard
office greeting/number of rings allowed before answering
Long-distance
call procedures and charges
VIP
calls – those which the supervisor always takes
Transfer
procedures
Outside
call procedures
Message
taking and distribution procedures
Screening
preferences
Paging
and forwarding procedures
Personal
use of office telephone
Responses
to frequently asked questions
Mail handling
Times
of delivery and collection
Incoming
mail/mail register
Distribution
responsibilities/items to route
Outgoing
mail
Overnight/courier
services
Network
protocol/fax and electronic mail procedures
Filing
System
explanation
Coding
procedures
File
label preparation
Charge-out
procedures
Tickler
file maintenance
Shredding
or disposal procedures
Confidentiality
of information
Directory
arrangement/contents of directories/template directories
(HINT: if files are
in a locked drawer or cabinet, identify the people who have access to specific
files. Keep the list of people up to date.)
Correspondence
Formats
Special
terminology, trademarks, and abbreviations
Signatures
required
Stationery
and envelopes
Copies
– number and distribution
Form
letters
(HINT: Sample formats
of letters, memos, reports, and envelopes are helpful.)
Forms
Purpose
Samples
Location
Required
copies/distribution
Approval/required
signatures
(HINT: A completed
form is more helpful than a blank form. Identify the source of information for
completing each form. If calculations are necessary, give instructions to show
how to obtain the figures.)
Supplies
Location
Requisition
procedures
Travel
Travel
requests
Travel
preferences of supervisor
Frequent
flyer numbers
Travel
agencies/electronic ticketing
Itineraries
Ticket
pick-up/delivery
Mileage
reimbursement
Expense
reports
Equipment repair
Reporting
procedures/forms
Telephone
numbers
Computers
Operating
procedures
Assistance/hotline
numbers
Security
Log-on
instructions/backup procedures
Instruction
manual location
Software
Types
Access
codes
File
naming procedures
File
location
Precautions/security
Instruction
manual location
In-house
staff who have different software expertise
Reprographics
In-company
services/locations
Copy
limitations/chargebacks
Request
forms/rush requests
Repair
service
Overhead
transparencies/special requests
Publication
and copyright guidelines
Visitors
Frequent
visitors – names and positions
VIP
visitors (those who the supervisor will always see)
Security
procedures
On-site
accidents – reports, steps to take
Meetings
Minutes/agenda
Scheduling
procedures
Room/food
requirements
Recordkeeping
Bank
deposits/reconciliations
Timecards
Petty
cash
General
Technical
terms, abbreviations
Special
reference manuals
Breaks/lunch
Parking/office
keys/security
Dress/office
appearance
Precautions
Efficiency
hints
Employer information
Professional
memberships – meeting dates and dues
Anniversaries/birthdays
Family
– names and telephone numbers
Social
security, passport, and credit card numbers
WRITING PROCEDURES
A workstation manual requires attention to detail and
constant review. The following procedures will assist in organizing the manual.
Make
a list of all tasks performed and responsibilities involved in the position
before beginning to write. Include information on material locations as well
as hints and precautions. Individual index cards work well. Sort the cards
and place them in categories; for example, place all telephone-related tasks
together. When you do a new task, include instructions in the manual. If
procedures change, be sure to bring the manual up to date. Date each sheet
and check periodically to see if information is still accurate.
Obtain
input from your supervisor. Prepare a copy of the manual for his or her
desk.
Use
cross-references. For example, a specific task may require the shredding of
all draft copies. Rather than describing the shredding procedure each time
it is needed, direct the user to the one section where it is described in
detail.
Compile
the materials into a three-ring loose-leaf notebook. Arrange the material by
subjects. Use dividers to separate the sections. Number the pages
consecutively.
Store
the instructions on a separate disk or create a training directory on the
hard disk. A new employee will then have access to up to date instructions.
Prepare
a detailed list of contents. The person relying on the manual wants the
information quickly.
Obtain
input from people who use the manual.Include
“comments” sheet at the front of the manual for this purpose. Consider
these comments when making revisions.
Review
the tasks periodically, and note any changes in the margins of the manual.
This eliminates preparing new sheets each time a change occurs, yet it keeps
the manual up to date. Prepare new inserts as needed.
Source: The
IAAP Complete
Office Handbook, 3rd edition: See the IAAP online resource store on the IAAP
Web site, www.iaap-hq.org for more information
on this helpful handbook.
